Dupage Medical Group LLC

The charge in question is for the patient's mammogram done on 8/26/16. Insurance adjudicated it as $allowed amount and $as the contractual allowance. As this is a mammogram and should be covered at 100%, not subject to insurance deductibles we have appealed it with her
insurance company, Key Benefit Administrators, on 10/13/and are waiting for them to respond

This billing error was corrected on 1/31/17. The $payment was applied to the $balance and the balance is now $220. Regarding the bill being sent to collections please note that the back of our invoice states "balances not paid by your insurance are due within days of the
statement date. If you are unable to make payment in full please contact our customer service department at 630-942-as soon as you receive this statement to set up payment arrangements. If your account remains unpaid in full it will be placed with a collection agency for the collection of your debt." We do appologize for any inconvenience this may have caused

Dear Mr***,I called you today and left a message asking you to contact me. Please be advised DuPage Medical Group has 3 Dr***. The ENT Dr*** is not attached to your MyChart because you've never had an appointment with her before. You can
contact her office and make an appointment by calling 630-873-8700. Dr***'s full name is: DrShilpa ***-*** and her office is located at South Highland, Lombard, IL 60148. Dr*** is a very good physician and I know you are in goods hands with her. Please feel free to call me at 630-545-with any questions.Thank you,Chris ***Risk ManagerDuPage Medical Group

Revdex.com:I spoke directly with Dr*** and he stated he would keep Luke until he was 21! Luke NEVER said Dr*** referred him to Dr***Luke told me that the "office lady" told him who to see and where to go She picked a doctor for Luke to see Had I been
aware of the situation, I would have told Luke to keep with Dr*** until we researched a doctor and made the formal switch Luke could have gotten all of his work done by Dr*** and his staff til he was There was no "sharing" of office visits agreed to! LIES! Dr*** is NOT Luke's doctor at this point We will research all of the MD offerings and pick our own.I would never pay this bill because to me, it's insurance fraud You charged BCBS twice and do not deserve any co-pay or money from BCBS for ***'s visit.
I have reviewed the response made by the business in reference to complaint ID 10886174, and find that this resolution is satisfactory to me
Sincerely,
Elizabeth ***

We called Lab Corp and were advised that the check issued in December was returned as they had put a stop payment on the check and reissued the check on 1/18/17. Mark *** called Christine and advised her that the new check was issued and to let us know when she received it.
We received a call back on 1/24/saying that she did receive the check. We appologize for any inconvenience that this caused and appreciate Christine bringing it to our attention

Dear Mr***,I called you today and left a message asking you to contact me. Please be advised DuPage Medical Group has 3 Dr***. The ENT Dr*** is not attached to your MyChart because you've never had an appointment with her before. You can
contact her office and make an appointment by calling 630-873-8700. Dr***'s full name is: DrShilpa ***-*** and her office is located at South Highland, Lombard, IL 60148. Dr*** is a very good physician and I know you are in goods hands with her. Please feel free to call me at 630-545-with any questions.Thank you,Chris ***Risk ManagerDuPage Medical Group

Initial Business Response /* (1000, 14, 2015/06/22) */
Thank you very much for forwarding the attached Revdex.com ComplaintI've reviewed the complaint and will need additional information to be able to look into it
Is the patient *** ***? If so, what is his date of birth? (I
would not be able to identify the patient by first and last name only.)
If the patient is not *** ***, please provide the name and date of birth of the patient

From: ***, *** A[mailto:***.***@MpasMD.com] Sent: Monday, November 07, 9:AM To: *** *** Subject: RE: Revdex.com Response How-ToWe have recalled and written this off as a one-time courtesy to the patient. Though they did receive statements
and a phone call and could have contacted us anytime to get this taken care of. Charge reviewed and adjusted off as a courtesy to the patient. Nothing was sent to any Credit Reporting Bureau. Patient’s balance with DuPage Medical Group is $on 11/3/16. *** ***Risk ManagementDuPage Medical Group***

“We called *** to have claims adjusted under the correct patient name but *** required us to submit paper corrected claims; phone and electronic resubmission options were not availableAll the services on the account for ***, which were processed under the spouse, ***, were resent; these are dates of service DOS 6/9/16, 8/26/and 8/30/16. Requests were faxed and will be followed up in weeks to make sure the services were re-processed It takes time for *** to enter paper submissions into their systems, please allow at least three weeks before checking to be sure they were received at ***.”

The charge in question is for the patient's mammogram done on 8/26/16. Insurance adjudicated it as $allowed amount and $as the contractual allowance. As this is a mammogram and should be covered at 100%, not subject to insurance deductibles we have appealed it with her
insurance company, Key Benefit Administrators, on 10/13/and are waiting for them to respond

Dear Mr***,Thank you for brining this matter to our attention. We are in the process of identifying the involved employee. The director and manager of the department are both aware of your complaint and will be addressing it with the employee. Please accept our sincere
apologies for your son's poor patient experience. If you have any questions, please feel free to contact me directly at ***.Sincerely,*** ***Risk ManagerDuPage Medical Group

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

DuPage Medical Group continues to bill for a service that was denied by the Insurance Co. This has been on going for months. We have repeatedly called and emailed. DMG customer service/collection department said the denied charge would be removed and that was months ago. WE MUST FIND A NEW DOCTOR.

People working at Dupage medical group seem to be very unhappy and they take it out on the patience. It was so bad I am living the group for a new medical provider. They will do thing like give you the wrong dates for your appointments. I had a doctor give me miss information all so try to over bill you all the time. I hope that they all lose they jobs and can't get rehired real a***s I can't believe the treatment. ?

Not sure what the deal is since DuPage Medical Group took over the practice I have been going to for over 35 years. The patient portal is a pain in the neck. I understand HIPPA, but having to receive a message to tell me I have a message from an automated system that I have to log on to is really a waste of MY time. Might be saving DuPage Medical Time and Money, but it isn't saving your CUSTOMERS time and money. Human interaction goes a long way. Not happy with the fact that I have been attempting to get a refill on a diuretic for over two weeks--my pharmacy has been sending requests with no response and I have tried calling several times at about 5:20 pm when I get off work so I can speak to a live person at the office and I get the message that the office is closed after listening to 10 minutes of on-hold propaganda for using the web portal and doing scype office visits for pink eye. Office hours are listed until 5:30pm. So I guess what that means is if I have to be on hold for 10 to 20 minutes, I need to start my phone call at 5:15pm so I have an additional 5 minute window to account for the 10 minutes of on hold propaganda AND my conversation with a human? It isn't the fault of the staff at the office because, as I mentioned before, I have been going there for over 35 years . Your automation and robotics aren't working. I will say, however, that I can tell the staff is getting frustrated with people calling up and giving them an earful as well. Today I waited on hold for 8 minutes, then got hung up on. It took me an additional call and 22 minutes on hold to get to speak with a person who sounded like she was ready to rip my head off. I have never had ANY issues with staff there in all the time I have been going to that practice until DuPage took this over. So when asking for a rating--on the staff, doctors and nurse practitioner, 5 stars. On the way that things have changed since DuPage Medical has taken this over--zero stars. I am totally computer literate, so the portal issue isn't inability to use the system. Just sick and tired of DuPage moving to this automation to put more money in their pockets and providing such inadequate customer service. And let me guess--I'm probably going to be the lucky recipient of an automated survey to see how I would rate my experience!

Hello Ms***: We reviewed your matterPlease know that we eliminated your current outstanding balance of $Kind regards,*** ***Director of Risk ManagementBoncura Health Solutions? ? ?

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID The message response indicates that I have a balance in my accountSubsequent to receiving this message, I received a bill from DuPage Medical (small amount of around $8)? I
called and spoke with Christine Taylor, the young lady who responded to the Revdex.com message and indicated that my account has a balance? She confirmed to me that the small balance will be written off and that my account will/does in fact have a balance? Based on the above and the confirmation of balance received from Christine Taylor today, I find that this resolution is satisfactory to me.?
Sincerely,
Mohammad ***

We understand that not receiving a response in a timely manner can be frustrating and we are working towards a resolution.? We do ask that patient's allow hours for a response due to call volumes and the fact that not all offices are staffed every day.? We have contacted the offices
involved and have forwarded Mr[redacted] concerns to the office as well as to administration.? ? If Mr[redacted] continues to experience issues tell him to please do not hesitate to contact Risk Management at 630-574-

Complaint: [redacted]
I am rejecting this response because: I received a phone call today from my insurance company stating that DuPage Medical Group has again sent them the bill as my husband having had the mammogramThis is now the 6th time that this bill has been resubmitted wrong, meanwhile the threat of a higher bill that should be covered could go to the collection agency even though I have paid my portionToday is November 8, 1:pm
Sincerely,
[redacted]

“We called [redacted] to have claims adjusted under the correct patient name but [redacted] required us to submit paper corrected claims; phone and electronic resubmission options were not available. All the services on the account for [redacted], which were processed under the spouse, [redacted], were resent; these are dates of service DOS 6/9/16, 8/26/16 and 8/30/16.  Requests were faxed and will be followed up in 3 weeks to make sure the services were re-processed.   It takes time for [redacted] to enter paper submissions into their systems, please allow at least three weeks before checking to be sure they were received at [redacted].”